I don't normally go out of my way to write a bad review, however, my experience with Zen has been very poor and i am deeply unsatisfied by the lack of help and support regarding an issue over my Trading cards going missing. The agents don't listen and often copy & paste the same response, its so poor. They have also ignored my request for my case to be escalated to management and each agent contradict each other.

On the 10th January, my parcel stopped tracking. I gave it several days then contacting Zen, explaining the above. There agent told me to contact UK Royal Mail and report it (which i did), and that Zen would also contact JapanPost in another couple of weeks, as they have to wait a bit longer.

I waited, heard nothing so reached out to them as it had now been 4 weeks, after i complained i was told by an agent called MIA they would now contact JapanPost and start an investigation to try and track down my missing parcel.

Mia "We appreciate that you have taken action to launch a claim with Royal Mail.
We have forwarded the issue to our team and we have contacted Japan Post to launch an investigation."

So yesterday after another 3 weeks since Mia replied, I've had no update, no contact from Zenmarket whatsoever, so i reached out to them AGAIN asking for an update, if they had heard anything from JapanPost etc and that I'm not happy my the lack of support and i would like my situation to be escalated to management.

An agent called ASMA replied, basically ignored everything i asked, ignored my requests and it was clear she didn't properly read my message.

Asma reply:

"Unfortunately, ZenMarket is unable to expedite the process nor inquire the status of your parcel from our side.

We ask that you contact your local post office Royal Mail directly regarding the whereabouts of your parcel. (I've told them i already done this)

If it has not reached your destination after 60 days since the day of shipment, please contact us again and we will initiate an investigation for compensation."

This is completely different to what Mia said 3 weeks earlier, i had already told MIA 3 weeks ago i had contacted royal mail, where was the investigation?
Zen agent Asma didn't even check to see what Mia the previous agent had said, which was they were apparently doing an investigation (JapanPost) 3 weeks earlier.
Asma, just copied and pasted from 6 weeks ago.
This level of support is horrendous, i will be taking this further and spreading the word about these cowboys.

I ASKED FOR SEVERAL FAKE REVIEWS TO BE INVESTIGATED AND THEY HAVE BEEN REMOVED, PLEASE SEE VIDEO ON THIS PAGE - (IN FACT MORE HAVE BEEN REMOVED SINCE THIS VIDEO WAS MADE)

First written in Feb 2023, I proudly showed Zen and Andriy this review around the end of April.

Then between May 22nd - May 26th a total of 22 - TWENTY TWO! 4-5 star reviews magically appeared to boost their ratings! Makes me wonder who these people really are...? 39 REVIEWS ACROSS A PERIOD OF YEARS, THEN...

22 REVIEWS IN 4 DAYS!

Before May 22nd 2023 and THIS post in their faces, 39 reviews and total 2.5 star rating - CUSTOMERS OVERALL UNHAPPY

After May 26th 2023, 61 reviews and total 3.9 star rating...CUSTOMERS OVERALL HAPPY! WOW!

Please see my photos for a review by Diala on Trustpilot, and also for the EXACT SAME REVIEW BY DIALA on this site! Wow, she was compelled to really show her gratitude. Then there is the message from Igor on Trustpilot where Zenmarket managed to reply to... themselves?! OMG! **(Diala has also now been removed, check video vs site at present)**

In other words check out all the 1 star reviews and don't trust Zenmarket!*

Three bad deliveries with broken electronics, one of which caught fire. You can see photos as attached and also the linked Youtube video below. They will blame anyone for packing. One time they dragged it out and to appease them, I did what they asked and contacted SF Express; they said Zenmarket didn't even answer their response! They certainly didn't tell me! (see the email from SF express attached). It's clear they just try as hard as possible to pass the buck.

https://www.youtube.com/watch?v=4laqLsp4wZU

I made them so many videos and showed them the truth as best I could capture it, also left a review on Trustpilot which Zenmarket chose to flag instead of comment upon or respond to. I had to edit the review, but thankfully this site (SiteJabber) allows people to write honest reviews, provide links, photos and videos as evidence. Note the difference in ratings and you get some idea of how things work. There is something really fishy with the differences to reviews written here as opposed to other review sites.

I then got in touch with their CEO Andriy Naumov, who fobbed me off for a week and then gave me some kind of pre-written response, or his secretary wrote it for him. After a week, I asked for some kind of answer, he told me the same old from the team, or his secretary did.

Check him saying "Zenmarket are legally obliged to contact shipping companies regarding any refund they are making!

Legally obliged to the Japanese government? He's the CEO of his company, I'm not sure if he needs to write expenses receipts to himself by law in order to settle up for damaged goods. See video attached and pics too for my convo with "him". It's utter lies!

Last time I messaged them, they blocked me from all activity other than messaging (see attached pic with brown banner). There are so many better companies, again check the video linked above. Also, after Zen kicked me off I eventually did have a package checked by customs and they taped everything and stuck a note on it to say they had been inside, so they clearly don't smash up my stuff for fun. Also FromJapan who mailed it did a stellar job of packing, just like the other two parcels in my Youtube video.

Zenmarket's packing is terrible, they try to blame everyone else. I've been using FromJapan since.

As said, watch the above YouTube video, AND WATCH THE VIDEO BELOW HERE or look at the sheer amount of smashed up items in photos below if you want to see why!